We performed a comparison between BMC Helix Discovery and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I've used other discovery tools, but I found BMC Helix Discovery to be more UI-friendly, and that's the most valuable feature of the solution."
"BMC provides great support. As managed service support, they are gold."
"The most valuable feature of the solution stems from the fact that it is easy to install and deploy."
"It now comes with a very flexible deployment solution, whether you want to keep it inside your data center or want to have the cloud, depending on if you're cloud forward or not."
"BMC Helix Discovery is very intuitive."
"The initial setup was quite easy."
"It is agentless, which means you don't have to install anything on all the different pieces of hardware that you are looking to discover."
"The most valuable feature of BMC Helix Discovery is it operates well. It is well known and has gained recognition for its software."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"There is a nice user interface."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"The overall functionality of the product is excellent."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"You can just register and within five to minute minutes, you are ready to go."
"We found the initial setup to be very simple."
"A review of end of life data would be nice."
"The product is not fully automated."
"The product falls short compared to storage discovery mechanisms offered by Tenable or ServiceNow ITOM. In the market, there are various applications available that provide different sets of features. Its drawback is that it doesn't give the database configuration customers need out of the box. Additionally, the classification of storage virtualization is relatively lacking. Therefore, there is room for improvement, particularly in the database areas."
"The support from BMC Helix Discovery can improve, it takes a long time before we receive any feedback. It can take days to months sometimes."
"The solution's scalability is an area with certain shortcomings where improvements are needed."
"There are certain limitations in the mapping feature of the solution."
"We would like updates more often."
"It would be nice to see more updates to the solution."
"Freshservice could improve the integration with Microsoft Outlook."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice could improve the delegation and workflow management features."
"It's hard to interact directly with the users themselves."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
BMC Helix Discovery is ranked 2nd in IT Asset Management with 19 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Helix Discovery is rated 8.6, while Freshservice is rated 8.0. The top reviewer of BMC Helix Discovery writes "Very stable, fast, and powerful with valuable inventory management features". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix Discovery is most compared with ServiceNow, BMC Remedy , Device42, ServiceNow Discovery and Qualys VMDR, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our BMC Helix Discovery vs. Freshservice report.
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